6 items found

A technique used within the business reengineering methodology that ensures, and provides a means for, cross-functional planning and communications. It is a technique used for converting customer needs and satisfiers into quantitative terms.

A set of techniques, used on a continual basis, that measures performance in terms of customer needs and satisfiers. Quality Measurement is concerned with the perception levels of customers and how to use those measurements in the design of a product or service and/or to track towards the achievement of activity goals.

This technique allows for collecting a large amount of data in a short period of time. There are two types of questions that may be used: "close-ended," where the responses to questions are provided in multiple choice or scale format, and "open-ended," where the respondents are encouraged to speak freely with no structure.

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